Appointment System

Question 1

types of appointments?

Answer 1

with surgeons
with nurses
with other members of the team

referral
drop-in sessions
second opinion care

Question 2

five consultations?

Answer 2

long term medical cases
vaccinations
primary consultations
euthanasia
nurse consultations

Question 3

telephone?

Answer 3

answer between 2 to 4 rings
care on hold
smile 
always refer to client record
always offer an appointment for any clinical symptoms 
use pet and client names where possible 
recognise emergencies

Question 4

information needed from client?

Answer 4

name
what problem is
when they would like to book an appointment - give time slots

check if registered with the practice as soon as given name
- sometimes client is registered but animal is not

Question 5

when client arrives?

Answer 5

identify

wait
- if symptoms are infectious wait in care

notify VS/VN
- computer should do automatically but check they are ready

special considerations
- referral? new client paperwork?

out of hours
- payment? where to wait?

Question 6

referral and second opinions?

Answer 6

• second opinion is for confirmation of diagnosis - differences of opinion should be discussed
• referral is for diagnosis and possible treatment - case referred back to original practice
• taking over a client without contacting the previous VS is supersession - should find out details of case and any medication prescribed
• neither a second opinion VS or referrals practice should try to take over the case - but client can chose to switch practice

Question 7

referrals?

Answer 7

VSs should recognise when outside area of competence or do not have best facilities or equipment - so should suggest referral

when referring

• full case history
• indication of client wishes
• responsibility for fees
• any information if requested should be supplied promptly

Question 8

referral costs?

Answer 8

responsibility of referring VS and original VS to ensure client is aware of costs

• cases often more complex and time consuming
• may require expensive equipment
• extra time and cost of acquiring specialised clinical training and qualifications
• extra staff required

Question 9

appointment priorities?

Answer 9

first - fourth

Question 10

first priority patient?

Answer 10

patient critical
treatment must be initiated within seconds/minutes
bring immediately to treatment room

major bleeding, breathing problems, altered mentation (mental ability), shock

Question 11

second priority patient?

Answer 11

patient urgent
currently stable but may become first priority patient
need to be reassessed or have treatment initiated within minutes to hours

history of trauma, history of unsuccessful urination, repeated vomiting or diarrhoea

Question 12

third priority patient?

Answer 12

patient stable
pressing problem that is non critical
treatment initiated within hours

fever, lacerations, vomiting, diarrhoea

Question 13

fourth priority patient?

Answer 13

patient completely stable
needs evaluations but not urgently

vaccinations/booster check ups